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Omni-Channel Customer Contact Platform

Bracknell Forest Borough Council

This public procurement record has 1 release in its history.

Award

05 Oct 2026 at 15:15

Award Notice
Summary of the contracting process

Bracknell Forest Borough Council is procuring an omni-channel customer contact platform: the Liberty Converse CXI product supplied by Netcall. The requirement is for software that supports customer contact across multiple channels. The procurement is categorised as goods and falls within software packages and information systems (CPV 48000000). Delivery is in England; the buying council is based in Bracknell. The platform is intended to provide the council’s customer contact capability through a single omni-channel product.

The procurement is complete and has been awarded to Netcall Technology Limited through a direct award under the NHS SBS10521 framework, Lot 1. The award was made on 29 September 2026, following a submission deadline of 28 September 2026. The award value is £383,290. The contract period runs from 4 October 2026 to 4 October 2029. The procurement is recorded as suitable for small and medium-sized enterprises and voluntary, community and social enterprises. The recorded evaluation basis is the direct award route; no separate award criteria are stated. The selected product is Liberty Converse CXI.

This award demonstrates demand from Bracknell Forest Borough Council for an omni-channel customer contact platform, specifically a product that supports customer communications across channels. A credible competitor for a future requirement would need to offer a comparable platform and demonstrate its fit for a local authority’s customer contact operations. The selected supplier, Netcall Technology Limited, is an SME, showing that this contract was delivered by a smaller supplier. The route used was a direct award through the NHS SBS10521 framework, so a supplier seeking similar council work would benefit from the relevant framework access as well as a suitable product. The requirement points to opportunities for software providers with public-sector customer contact experience and the capacity to implement and support an integrated contact platform.

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Notice Information

Notice Title

Omni-Channel Customer Contact Platform

Notice Description

Omni-Channel Customer Contact Platform contract to be awarded via Direct Award using NHS SBS10521 Lot 1 Product Liberty Converse CXI Supplier Netcall

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-a1dc716a-01bb-43ba-9aea-2e6ef51bd217
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/c34aa5ee-9432-462f-b467-90ff849ff2e8
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
Award Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Direct
Procurement Method Details
Direct award
Tender Suitability
SME, VCSE
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

CPV Codes

48000000 - Software package and information systems

Notice Value(s)

Tender Value
£383,290 £100K-£500K
Lots Value
Not specified
Awards Value
£383,290 £100K-£500K
Contracts Value
Not specified

Notice Dates

Publication Date
5 Oct 2026Yesterday
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
29 Sep 20261 weeks ago
Contract Period
4 Oct 2026 - 4 Oct 2029 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Not Specified
Awards Status
Active
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Bracknell Forest Borough Council
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
BRACKNELL
Postcode
RG12 1JD
Postcode Area
Reading
Country
England
Major Region (ITL 1)
TLJ South East (England)
Basic Region (ITL 2)
TLJ1 Berkshire, Buckinghamshire and Oxfordshire
Small Region (ITL 3)
TLJ15 Berkshire East
Delivery Location
TLC North East (England), TLD North West (England), TLF East Midlands (England), TLG West Midlands (England), TLH East (England), TLJ South East (England), TLK South West (England)
Local Authority
Bracknell Forest
Electoral Ward
Town Centre & The Parks
Westminster Constituency
Bracknell

Supplier Information

Number of Suppliers
1
Supplier Name

Netcall Technology Limited

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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